Genesys Cloud - Main

Hi team,

We have a requirement to format text in webchats, however, the customer end is not receiving the formatting.

This page Format text in chats - Genesys Cloud Resource Center is referenced underneath the agent chat box in the UI, however, it appears to refer to Communicate chats only.

Agent-side chat:
note the "?" at the bottom links to the page above, and the formatting does work.

Same chat as a customer:


Regards

Will 

#DigitalChannels
#QualityManagement

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Will Bellerby
Pyrios NZ Ltd
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Hello Will,

The link to Format text in chats - Genesys Cloud Resource Center is indeed related to chat between Genesys Cloud users and Chat rooms.

But Widgets v2 (WebChat v2) also supports markdown formatting.
See here: https://docs.genesys.com/Documentation/GWC/Current/WidgetsAPI/WebChat#scrollNav-8

In order for the widgets (customer side) to manage it, you have to enable the markdown parameter in the widgets configuration.
It is configured under window._genesys.widgets.webchat.markdown (set to true).
See this configuration as an example: https://developer.mypurecloud.com/forum/t/widget-localization/10001/2

Regards,

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Jerome Saint-Marc
Genesys - Employees
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